"Doctors don't leave the 6Cs to the Nurses"

About: Trafford General Hospital

I received my ENT outpatient appointment within one week of referral after my original 6 week wait was brought forward, which was very welcome. Obviously the Trust are trying really hard to book patients into all outpatients slots. My wait in the department was very short only 30min over my appointment time. Reception staff and HCA were very welcoming and helpful. (although still waiting on my choice of follow up appointment! ) The assessment I received from the surgeon instilled confidence, he knew what he was talking about and explained the treatment really well, taking the time to go and get me a leaflet. I don't think he even realise how short and abrupt and verging on argumentative he was.... He stated very strongly that I shouldn't use otrivine .. When I tried to explain why I take and how as a pharmacist I understand that prolonged use can cause rebound congestion he kept taking over me .. Lucky I am not easily phased so I made my point.. A similar dialogue occurred when I suggested that my symptoms may be fungal and that I was concerned that my symptoms were unilateral. On the upside he was a confident competent doctor who gave me a full explanation of my treatment options ... But he could do with remembering that I have lots of questions I am a bit concerned and I need a little care and compassion don't leave the 6Cs to nurses !

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Response from Central Manchester University Hospitals NHS Foundation Trust

Thank you for your feedback following your appointment in the ENT department. It was very kind of you to write and compliment the staff as it is good to receive positive feedback which reflects the hard work and dedication of our staff. It was reassuring to hear that you were seen quickly and that the staff instilled confidence in what they were doing. I can assure you that we have passed on your thoughts to the staff involved.

We are, however, sorry to learn that your experience was not as positive as we would hope with regards to your discussions with the Doctor. It is important to us that comments are heard and seen as an opportunity to review services, making improvements wherever possible.

In response to your comment, I can confirm that we will be bringing this to the attention of all of the ENT team, aiming to improve communication with patients. Your concerns will be raised directly with all of the staff involved, giving them the opportunity to reflect on how this impacted on your experience of our service. We recognise the importance of ensuring that all patients should feel able to ask questions about their care. Trafford General Hospital is due to launch the Trust values and behaviours framework, which is based upon the delivery of care with dignity, respect, compassion, consideration, empathy and pride. A number of workshops are planned during April and May, with one specifically being delivered to nursing and medical staff working in outpatients. I hope this provides some reassurance that the Trust takes the delivery of care that is not only clinically competent but delivered in a caring and compassionate way very seriously.

It is difficult to respond to anonymous posts in a full way often because of a lack of detailed information, therefore if you would like to discuss this with us in more detail, please feel free to contact our Patient Advice and Liaison Service on 0161 276 8686 or by e-mailing pals@cmft.nhs.uk

The Patient Experience Team

Central Manchester University Hospitals NHS Foundation Trust

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